Which of the Following Statements Concerning Service Guarantees Is FALSE

question 18

Multiple Choice

Which of the following statements concerning service guarantees is FALSE?

• A) A service guarantee is a mechanism to build customer loyalty.
• B) A service guarantee is a way to avoid compensating customers for a service failure.
• C) A service guarantee is a tool to clarify exactly what the service must provide.
• D) A service guarantee is a way to define a service and ensure satisfactory delivery to the customer.

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Definitions:

Leadership

The action of leading a group of people or an organization, or the ability to do this by inspiring and influencing others.

Authority

The power or right granted to an individual or organization to make decisions, enforce rules, and command obedience.

Authoritarian

Characterized by strict obedience to authority at the expense of personal freedom.

Goals and Policies

Objectives or targets that are aimed to be achieved, and the principles or rules that guide the actions to reach these goals.